Through Communality to Success

Transcription

1 Through Communality to Success Guide to Developing Social Capital in the Workplace Support to Extend Careers Project Marja-Liisa Manka and Riitta-Liisa Larjovuori Research and Education Centre Synergos of the University of Tampere School of Management Rehabilitation Foundation

2 Research and Education Centre Synergos of the University of Tampere School of Management Rehabilitation Foundation Ministry of Social Affairs and Health European Social Fund 2014 ISBN ISBN (pdf) Graphic design and layout: Marsa Pihlaja / Annexus Oy Printing: Esa Print Oy, Lahti 2014

3 Contents 4 Background 5 Jamit Project 6 Social capital ithin the ork community 8 Who benefits from communality? 10 Effects of social capital on the quality and productivity of ork 12 Communality social capital, here does it arise from? 17 Promoting social capital 21 Let s bury Somebody Else 22 Ho to increase the sense of community? Support to Extend Careers Project

4 Background Our orking life is undergoing major change. Public debate is characterised by negative things: global conflicts, constant hurry and time pressures, bullying at schools, depression among young people, employees mental loading, bullying in orkplaces, lack of meaningfulness at ork, lay-offs and too early retirement. Although there are facts that support problemcentred discussion, such an approach easily gives us the impression that things cannot be influenced at all. This can lead to hopelessness, even learned helplessness, hich has been found to increase passiveness, pessimistic attitudes and even the risk of falling ill. It is in nobody s interests that of Finland, orking life in general or people themselves to see ho e fall into a state of hopelessness or constant complaint. The language e use creates reality. Therefore, negative emotions derived from problem-centered attitudes prevent us from looking at things in a broad perspective and identifying ne opportunities. We should thus pay attention to ho e could promote positive attitudes. Positive emotions enable us to expand our perception, thereby making room for ne ideas, actions and relations. They also increase personal resources, such a sense of communality, a sense of control over one s life, and even personal health and happiness. Researchers have noted that it is people ho are behind the success of every orkplace. In particular, the value of the future is dictated by our ability to learn, be enthusiastic and innovative, and to look for opportunities and solutions in order to address our problems. This means that friendly colleagues and a good atmosphere in the orkplace play a very important role as the sources of positive emotions and the joy of ork. A positive atmosphere is also transferred directly into customer satisfaction. Communality is thus a source of ne poer, because it seems that mutuality, confidence, common values and active efforts to everybody s benefit increase the amount of social capital. The behaviour of the other party can be predicted through close and good interaction, hich in turns strengthens confidence. All members of the ork community feel like they are in the same boat and aspire toards a joint interest over the long term. Therefore, they do not have to use their resources to hide information or talk behind each other s backs. What is best, promoting sense of communality does not even require any investments. This guide seeks to anser the question of ho benefits from communality, here it comes from and ho the orkplace and individual people can promote it. 4

5 Support to Extend Careers Project JAMIT Project We promote ell-being at ork & support ork ability The goal of Support to Extend Careers (JAMIT) Project is to promote ell-being at ork, support ork ability and develop practices and the orking culture at orkplaces. The idea is to have orkplaces support ork ability and to develop support practices for employees ith partial ork ability. The National Social and Health Policy Strategy 2020 states that all people of orking age, including those ith partial ork ability, must have the possibility to participate in orking life according to their resources. The development efforts pursued in the Jamit project involve the occupational health care organisation of the orkplace and a regional rehabilitation service provider. The aim of the project is to develop practices for promoting ork ability and in particular for helping people ith partial ork ability to participate in ork. Workplaces, in turn, focus on developing ork ability management practices and strengthening sense of communality. The ability of employees to continue orking or return to ork and the quality of the required support are investigated and developed during the project. The goals of the project ill be achieved through developing cooperation models and practices in orkplaces and in occupational health care and rehabilitation cooperation. The project is targeted at healhcare and metal industries and municipal orkplaces. The development ork is pursued by the Rehabilitation Foundation, Research and Education Centre Synergos of the University of Tampere School of Management, Avire-Kuntoutus Oy and Härmä Rehabilitation Centre. Other parties contributing to the development efforts ithin the project are municipal occupational health care service providers from Uusimaa and Southern Ostrobothnia. The project is funded by the European Social Fund and the Ministry of Social Affairs and Health. 5

6 Social capital ithin the ork community Social capital is an immaterial success factor characteristic of communities that ork effectively. Social capital takes the form of shared values, norms and confidence, and appreciation beteen operators. Social capital stems from doing things together and from shared experiences. Therefore, its development calls for active efforts and mutuality. In fact, e can say that social capital is a system that feeds itself. Good management and clearly formulated procedures in the ork community promote social capital. Social capital should be developed and fostered mindfully in the ork community. The success of future organisations depends increasingly on their intellectual capital. Intellectual capital consists not only of social capital but also of psychological capital, referring to the individual s mental resources, and structural capital, hich refers to organisational structures, the ability to reform and to the possibility to influence one s ork. These, in turn, create a sense of having control over ork. The elements of intellectual capital interact ith and support each other in an effective organisation. On the other hand, problems encountered in a particular subarea easily reflect on other elements: e.g. an obscure, poorly justified organisational structure may undermine the sense of community. 6

7 SOCIAL CAPITAL = The condition of the community: the quality of the management the sense of communality + PSYCHOLOGICAL CAPITAL = The employee s mental resources STRUCTURAL CAPITAL = The effectiveness and learning capacity of the organisation, control over ork 7

8 Who benefits from communality? For employer The capital formed by the organisation s employees, structures and policies, is intellectual in contrast to buildings, machinery and equipment, hich are called material or physical capital. Intellectual capital plays a particularly important role in labour-dominated sectors, in hich the share of personnel expenses can be more than a half of the organisation s total expenditure. Too little social capital prevents the flo of information, limits creativity and increases the risk of falling ill. A good team spirit allos people to try and even fail, hich is the precondition for innovations. A lack of social capital and shared, internal norms makes the organisation rigid and bureaucratic, and it can be costly and difficult to motivate the employees to good performance. Intellectual capital can be divided into three parts: effective structures, such as orking methods and the possibility to influence one s ork; social capital, hich stems from good management and good relations beteen employees, and psychological capital, hich consists of the attitudes and mental reources of each employee. It has been found that the development and efficient use of material capital only accounts for 10-50% of the organisation s result, hile the efficient use of intellectual capital is believed to account for 50-90%. Therefore, all organisations should consider ho to take care of their personnel. Employees cannot do their best if overloaded and faced ith hectic schedules. 8

9 For employee To consider:? The scope and quality of communality influence employees health. The quality of orking life is the most important social factor influencing health. Among other things, this is shon in the fact that good occupational ell-being protects health in challenging life situations, hereas problems in personal life do not necessarily impair ellbeing at ork. In hat cases can close social relations in the orkplace turn from an advantage to a disadvantage? Ho can e prevent forming clicks in ork communities? According to a study, in ork communities ith little social capital, the risk of impaired health as 30% higher and the risk of depression symptoms 30 50% higher compared ith ork communities ith high social capital. People ith little personal social capital had as high as a 1.8-fold risk of becoming ill. Therefore, communality benefits employers and employees alike. It makes it easier to achieve goals and also tends to accumulate: the more it is used, the more it gros. Hoever, social capital may also have negative effects. If communality does not ithstand diversity, it can also be excluding and narroing. Close social relations can result in inacceptable phenomena, such as bullying, jealousy and forming clicks. 9

10 Effects of social capital on the quality and productivity of ork According to research, careers can be extended from the middle and end by improving communality and the operation of ork communities. It is profitable to develop social capital, because the employees of orkplaces ith high social capital have less illnesses and they retire later. In fact, a good atmosphere in the orkplace is the most important incentive for employees to continue at their current orkplace even more important than meaningful tasks or rearding. Employees ith a greater level of ell-being are capable of more high-quality performance, hich also shos in customer ell-being and satisfaction. The occupational ell-being of school personnel correlates ith better school success, school satisfaction and less absences among pupils. Hospital infections are more common at ards here the personnel experienced unfair behaviour, cooperation problems and stress and had to ork more overtime. Mental violence also has a negative impact on productivity. This can take form of bullying, harassment, exclusion or talking behind someone s backs. It has been found that hospital employees subjected to prolonged bullying have a five-fold risk of developing depression as compared to others. In addition, employees bullied in the orkplace take about 50% more sick leave. It can be estimated that in an average orkplace ith 250 employees, bullying reduces the company s financial result by tens of thousands of euro in the form of sick leave costs alone. The costs caused by problems in ork community are further increased by the groing occupational health costs, eakened productivity and higher personnel turnover. Today careers are shortened by different types of mental problems, depression in particular. Unfair treatment by the supervisor increases the likelihood of depression among employees. If behaviour in the orkplace is fair, employees on a long sick leave return to ork more quickly, hich can extend their careers by several years. 10

12 Communality social capital, here does it arise from? A positive attitude provides a frameork An employee ith a positive state of mind is inventive, innovative and empathic. Negative and positive attitudes spread in the ork community. A positive ork atmosphere can also be felt by customers. Positive emotions expand perception and thus also allo for the creation of ne ideas and perspectives. A positively spirited ork atmosphere supports creativity, gives room for difference and is connected ith higher productivity and higher levels of confidence. Positive emotions and experiences strengthen our mental resources and help us better cope ith challenges and act in a goal-oriented manner. Positivity has also been found to reduce the risk of illness and increase satisfaction ith life. Negative and positive emotions accumulate in the ork community. Reflecting the emotional reactions of group members has supported the survival of mankind: e have had to stay alert in order to detect signs of danger in other people s behaviour. Employees keep especially close eye on the actions and reactions of their supervisors, hose emotional expression thus plays an important role. Finns usually express their emotions neutrally. Hoever, other people may consider neutral facial expressions and utterances negative, so it ill not do any harm to be overtly positive sometimes. On the other hand, it is good to have a time and place in the orkplace here negative emotions, fears and difficult experiences can be handled safely and an here they are alloed. For instance, grumbling boxes, orry clinics and complaint quarter hours have been set up in ork communities. Discuss in the orkplace hat kind of a relief valve ould help you talk about your orries. To consider:? Everybody can influence the atmosphere in the orkplace; start thinking hat kind of energy you convey to your environment? Ho can you bring joy to your colleague s day? 12

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14 Good Management I can trust my supervisor. / My supervisor treats employees thoughtfully and in a friendly manner. / My supervisor respects employees rights. Good management is based on mutual exchange beteen the supervisor and the employee. This is characterised by mutual trust, respect and reciprocity. Employees then receive resources for their ork, such as guidance and advice from the supervisor, here needed. Hoever, they also have the chance to influence their ork and do it independently. High-quality interaction not only predicts good performance, but also good ork community skills: diligence, fairness, unselfishness and politeness. Reciprocity thereby increases the sense of community, or social capital. The notion of employees about the quality of interaction is strongly connected ith psychological empoerment, hich relates to considering one s ork important, confidence in one s competence, possibility to make decisions and influence things at ork, and the right to independently choose the ay of doing the ork. Supervisor s fair behaviour generates trust. Fairness can be vieed from three perspectives: 1. Fair distribution of the results of ork, i.e. everybody receives hat he/she deserves. 2. Fair policies: observed fairness of decisionmaking principles and procedures. 3. Fair treatment of employees: in hat ay does the supervisor interact ith the employees hen communicating about his/her policies and justifying decisions. 14

15 In research, the folloing principles have been proposed as the key features of fairness in orking life: Each employee has the right to be heard in matters concerning him/her. The rules folloed in the orkplace are consistent (people are treated according to the same principles, and the same rules apply today and tomorro). Decision-making is impartial. Decisions are based on the most correct information available. Decisions can be corrected. Decision-making rules are as logical as possible and have been indicated to those hom the decisions concern. To consider:? What do you think about the above principles and hether they are implemented at your orkplace? 15

16 Good team spirit We keep each other up-to-date in matters concerning ork. / Members of the ork community act together in order to implement ne ideas. / Members of the ork community take into consideration others improvement proposals in order to reach the best possible outcome. / Our aim is: e act together. / Everybody feels understood and accepted. of the orkplace, sensible use of resources, cooperation ith colleagues and supervisors, expression of opinion to forard matters and active participation in orkplace development. At the organisational level, ork community skills are connected ith voluntary participation, for hich no salary is paid. Skills can be regarded as behaviour hich the employees are not obligated to under official agreements but hich they are mentally committed to. Communality calls for reciprocity, in hich the parties are the supervisor and the employee. As a result, one no also talks about ork community skills, a type of competence ith hich one in a ay exceeds the expectations related to his/her on ork role. They concern both the employer and the employee. At the level of the individual, ork community skills appear as responsibility and commitment to ork tasks, but in groups they take the form of actions promoting cooperation: helping others, fairness and the desire to ork for the common good ithout complaining about trivial issues. They often include the obligation viepoint: taking care of the pleasantness 16

17 Promoting social capital Employer s means A shared goal: each member of the ork community has a shared vie of the goals, and the members act together in order to achieve them. Draing up an occupational ell-being plan, hich sets out measures to develop occupational ell-being and defines indicators and monitoring methods in order to assess the implementation of measures. A flexible structure allos freedom of speech and the free communication of information. Increasing the feeling of self-guidance and control over ork. Appreciating everybody s ork and respecting difference. Competence development. Strengthening self-confidence, alloing experiences of success, and a culture of learning by encountering colleagues and customers. Developing meeting practices so that everybody can participate or at least receive information on jointly agreed matters. Supervisor s means Fair organisation of ork, i.e. the supervisor is fair and allos employees to participate in decision-making. Reliability and acting as an example. The supervisor follos ethical values in life and is logical and transparent in decision-making. Psychological and emotional support and emotional intelligence. The supervisor acts as a coach and provides both positive and constructive feedback, here necessary. Employees can turn to the supervisor henever need be, as the supervisor ill listen to them and be mentally present. Looking after employees, monitoring their mental and physical loading and interfering ith the situation, hen necessary. Authorisation and motivation to reach goals, shoing creative thought and questioning one s patterns of thought. The supervisor is intelligently inspiring. Leading optimism. The supervisor looks after a positive atmosphere in the orkplace. 17

18 Employee s means We already learn in the daycare centre or in elementary school to say hello and thank you to everybody, apologise, ait our turn, help others and clean the mess e have caused. These are important, though not self-evident, ork community skills. It is important for the smooth operation of the ork community that everybody in the orkplace recognises their responsibility for the fluency of the ork and for maintaining a good atmosphere. Today s orking life emphasises interaction and cooperation skills. A good team player knos ho to give and accept constructive and encouraging feedback, and shos recognition to others if there is reason to do so. He/she can also be active and expresses his/ her opinions in suitable situations. He/she seeks to promote a positive atmosphere through his/her on actions and does not talk behind people s backs or spread malicious rumours. A good ork community member primarily orks to reach the community s goals and does not seek personal interests. Hoever, one does not have to sacrifice one s ell-being for the ork community: a good employee knos ho to set limits to hat he/she is doing, take time to himself/herself and look after his/ her ell-being to the best of his/her ability. To maintain a good atmosphere, it is important to take up problems immediately and frankly ith the parties involved. Disputes are part of normal life, but it is in nobody s interest if they remain unsettled. When taking up a matter, it is necessary to ask for ishes and proposals on ho it could be settled, not to look for guilty people or explanations about hy a specific matter could not be done. What can I do to promote the sense of communality? Taking care of my basic tasks and looking after my skills. Fairness and politeness, greeting, saying thank you, but also apologising, hen necessary. Actively helping and also shoing interest in others ork. Taking care of the pleasantness of the orkplace and of the sensible use of resources. Cooperation ith colleagues and supervisors: I ask if I don t kno. Giving and, here necessary, requesting feedback if it has been forgotten. 18

19 Stating one s opinion in order to forard things, also taking up problems in a solution-centred manner. Active participation in orkplace development. Promoting a positive atmosphere not talking behind anybody s back. 19

20 What can e do as a ork community in order to promote good team spirit? We foster a positive atmosphere. Friendliness, gratefulness, sharing good nes and highlights ith our customers. Learning cooperation skills. Openness, fairness, helping others, activeness. Appreciating everybody s ork Intellectual approaches: At times e stop to think as a team about the things that are in order and those that require development. Preparing joint rules of the game. To develop mutuality: Stay vigilant: also identify ordless messages, be attentive to tones of voice and recognise the emotional state. Sho that you are listening by nodding and uttering. Try to put into ords the emotional state that you perceive in others. For example, if somebody rinkles his/her forehead, you can say I see that you are rinkling your forehead. I might not have explained the matter ell enough. Would you like to hear more? Encourage the person to tell more, but be patient and remain silent. Repeat in your on ords hat you hear so that the person knos that he/she has been heard. This also allos you to make sure that you have understood the matter correctly. Hoever, never omit anything from or add anything to hat the person has said. Ask for more information: ask for confirmation or clarification, construct open questions and avoid asking hy. 20

21 Let s bury Somebody Else In a training event, a nurse told me about an message she had received, entitled Condolences. She as shocked by the nes and opened the message, hich read Welcome to the funeral. First e spend time in silence and then bury Somebody Else. The presence of all employees is necessary. A colleague had sent the message after having become tired of filling empty shelves after others. The idea could be freely circulated, because then miracles ould happen. The stapler in the copying room ould be refilled, there ould be no paper jams in the copying machine, there ould be enough paper inside it, and the last colour cartridge ould have been replaced ith a ne one. If there is no Somebody Else in our team, I ill put dishes in the dishasher in the kitchen, ipe the table clean and sitch on the coffee machine to make fresh coffee. I ould do things that are important in my orkplace in order to perform the ork smoothly. If I am bothered by something, I ill talk to the person in question about it and on t lock myself in my best friend s room to complain about the behaviour of other people, I ill not keep the matter to myself either, pondering late at night ho onderful it ould be to say hat I think about the person or even quit my job. I ill not ait for the good fairy to appear in the form of a consultant and ave their magic and at our orkplace and solve the eternal quarrels. Instead, I ill ask hat e can do about it. If I notice that my colleague has far too much ork to do, I ill ask hether I can help. Perhaps he/she could help me if I happened to be trouble. Column of Marja-Liisa Manka, Professor of Well-Being at Work, at the Slo Life blog on 30 January 2012 hidastaelamaa.fi When coming to ork in the morning, I ould also think about the emotions I bring ith me: grumbling or joy. I ill greet my colleagues ithout aiting to see hether somebody ill bother to say me hello in return and, if not, I ill not dell on it thinking hy he or she again did not greet me. I also see my supervisor to ask for feedback, if he/she has forgotten it. 21

22 Ho to increase the sense of community? Talk, negotiate involve everybody. This could translate into a better atmosphere. Do not leave your colleague alone if you see that he/she is being discriminated. Hopefully you can tell hether a colleague is being discriminated. A person bullied 20 years ago. Living together does not alays need to be smooth, but edges are part of development. Differences can be converted into ne solutions to everyday problems. Therefore, it is quite normal that conflicts occur. Hoever, it is never hopeless to take up problems. When a problem that has been consuming the ork community s energy for years is finally solved, energy and joy ill come pouring don. Think about your on orkplace ith the help of the folloing questions: Are discussions held in a positive or negative spirit? Are the discussions enthusiastic? Are both positive and and negative things taken up in the discussions? Do people drink coffee together or in their on offices? Is there clicking beteen employees? Are office doors open? To consider:? Does the orkplace arrange shared activities and events, e.g. office parties? Is there laughter in the corridors? Is appropriate language used in the orkplace? What ould increase communality at our orkplace? What undermines communality at our orkplace? Does everybody greet each other? Is humour permitted and is it acceptable to everybody? 22

23 The vie of the members of a orkplace about matters promoting or destroying communality Promotes Destroys Transparency discussion about ho a matter has proceeded/been dealt ith Honesty, also taking up problems Sharing experiences Help and guidance, respecting and listening to others Shared activities and events Good colleagues Good professional skills Appreciating one s ork Hiding, not talking about things Jealousy, underrating, gossiping, unfriendliness, clicking, talking behind someone s back Looking after one s on interests, competition to achieve personal goals, looking for personal acceptance through deeds Teams: mutual competition Not receiving help Unfair actions / attitudes of the management Commitment to shared procedures Support, praising, approval, having a good time together Ignorance and irresponsibility, not taking other people into consideration (does not concern me, not part of my job description, somebody else ill do it) Smiling, laughing, being friendly, patience Bullying and scapegoating people 23

24 24 The table on the opposite page contains matters that can be included in orkplace and team policies. The policies should be constructed together so that each member of the ork community and all professional groups have a genuine possibility to influence them.

25 Team policies Task management Goals Basic tasks and responsibilities Extra tasks and their allocation Management, responsibility for decisions Flo of information Meeting practices Competences Scheduling Communality Shared vision, target state Shared values Team agreement Team spirit and cooperation Development of skills Meeting practices Team roles Harnessing the strengths and special skills of members Assessment and feedback Customers Who are our customers? 25

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15 Most Typically Used Interview Questions and Answers According to the reports made in thousands of job interviews, done at ninety seven big companies in the United States, we selected the 15 most commonly